Issue with divert to voicemail

VOIP setup and troubleshooting
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IanS
Posts: 268
Joined: Fri Jun 25, 2004 11:32 pm
Location: Newcastle

Issue with divert to voicemail

Post by IanS » Mon Apr 15, 2019 9:54 am

There seems to be an issue diverting to voicemail.

Initially we had the divert time set to 40 seconds, but now all calls were being direct diverted to VM (phone doesn't ring).
Change the time setting to 30 seconds & the phone rings, changed back to 40 seconds & calls direct diverted to VM. Same applies if set to 50 seconds.

rehanj
Exetel Staff
Posts: 554
Joined: Wed Jun 17, 2015 10:26 am
Location: Colombo

Re: Issue with divert to voicemail

Post by rehanj » Mon Apr 15, 2019 5:01 pm

IanS wrote:
Mon Apr 15, 2019 9:54 am
There seems to be an issue diverting to voicemail.

Initially we had the divert time set to 40 seconds, but now all calls were being direct diverted to VM (phone doesn't ring).
Change the time setting to 30 seconds & the phone rings, changed back to 40 seconds & calls direct diverted to VM. Same applies if set to 50 seconds.
Sorry to hear about the problem you're facing. Please PM me the phone number you're experiencing this issue with, and I'll get the fault investigated.

IanS
Posts: 268
Joined: Fri Jun 25, 2004 11:32 pm
Location: Newcastle

Re: Issue with divert to voicemail

Post by IanS » Thu Apr 18, 2019 2:57 am

PM sent

rehanj
Exetel Staff
Posts: 554
Joined: Wed Jun 17, 2015 10:26 am
Location: Colombo

Re: Issue with divert to voicemail

Post by rehanj » Thu Apr 18, 2019 5:48 pm

IanS wrote:
Thu Apr 18, 2019 2:57 am
PM sent
Thanks, received the PM. An email has been sent to your contact email address via a thread bearing reference number #14874367, please be kind enough to review the email and provide a response, for further investigation.

IanS
Posts: 268
Joined: Fri Jun 25, 2004 11:32 pm
Location: Newcastle

Re: Issue with divert to voicemail

Post by IanS » Thu Apr 18, 2019 6:24 pm

Email reply sent

rasikak
Exetel Staff
Posts: 220
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Location: North Sydney

Re: Issue with divert to voicemail

Post by rasikak » Thu Apr 18, 2019 10:25 pm

IanS wrote:
Thu Apr 18, 2019 6:24 pm
Email reply sent
Thank you for the response and clarification. Please refer our reply and further provide the requested details.

IanS
Posts: 268
Joined: Fri Jun 25, 2004 11:32 pm
Location: Newcastle

Re: Issue with divert to voicemail

Post by IanS » Fri Apr 19, 2019 12:18 pm

Reply sent, with additional info

rasikak
Exetel Staff
Posts: 220
Joined: Fri Jun 02, 2017 1:34 pm
Location: North Sydney

Re: Issue with divert to voicemail

Post by rasikak » Fri Apr 19, 2019 9:39 pm

IanS wrote:
Fri Apr 19, 2019 12:18 pm
Reply sent, with additional info
We have responded to your email. As we have advised, is it possible to check an alternate device on this case, to avoid any device issues.

IanS
Posts: 268
Joined: Fri Jun 25, 2004 11:32 pm
Location: Newcastle

Re: Issue with divert to voicemail

Post by IanS » Sun May 12, 2019 3:31 pm

Just wondering if there has been any progress with this issue. I carried out 17 odd test calls from my VoIP & mobile number on 5/5/19 & replied back to Rehan's email.

It seems now that all calls are direct diverting to voicemail, regardless of the diversion time (have tried 10,20,30,40,50 seconds)

I've had to turn off voicemail in the user facilities, just to be able contact my friends

judep
Exetel Staff
Posts: 403
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Location: Sri Lanka

Re: Issue with divert to voicemail

Post by judep » Mon May 13, 2019 4:27 pm

IanS wrote:
Sun May 12, 2019 3:31 pm
Just wondering if there has been any progress with this issue. I carried out 17 odd test calls from my VoIP & mobile number on 5/5/19 & replied back to Rehan's email.

It seems now that all calls are direct diverting to voicemail, regardless of the diversion time (have tried 10,20,30,40,50 seconds)

I've had to turn off voicemail in the user facilities, just to be able contact my friends
Apologies for the late response, We have already re escalated this issue back to our level 2 VoIP engineers and are awaiting for and update from them and we have sent you an email with regards to this issue. Once fresh information is received from level 2 team we will keep you posted via the same email thread

Thanks

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